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Service Level Agreement and Maintenance Support for Services

Last updated: November 30, 2021

1. Service Levels

1.1. Applicable Levels

Subject to this Agreement, Cresicor hereby grants to Customer a non-exclusive, non-transferable, non-sublicensable, non-assignable, limited license to access and use the trade management and optimization software platform as described in more detail at https://cresicor.ai/pricing and purchased by Customer in an Order (the “Software Services”), for use solely in connection with Customer’s internal business operations in accordance with this Agreement.

1.2. System Maintenance

Subject to this Agreement and as described at https://cresicor.ai/service-levels, Cresicor will provide assistance to Customer for problems that are the result of an error or defect in the Software Services (“Support Services”). Subject to this Agreement and as described at https://cresicor.ai/service-levels, Cresicor will meet the service levels as described therein.

2. Premium Support Services

Cresicor shall provide Customer with telephone or electronic support during Cresicor's normal business hours in order to help Customer locate and correct problems with the Service and any related software ("Premium Support"). Premium Support is included in the Subscription Fee. Premium Support entitles Customer to the following:

   a) Electronic support in order to help Customer locate and correct problems with the Software.
   b) Bug fixes and code corrections to correct Software malfunctions in order to bring the Service into substantial conformity with the operating specifications.
   c) All extensions, enhancements and other changes that Cresicor makes or adds to the Service and which Cresicor offers, without charge, to all other Subscribers of the Service.

3. Response and Resolution Goals

Responses will be determined by the priority level of the problem as defined below. Cresicor support personnel shall use reasonable commercial efforts to promptly resolve requests for Support Services, either through electronic mail or by telephone, in accordance with the below. Cresicor and Customer will act in good faith to determine the priority level of each problem. In the event that Customer needs to escalate the priority level of a problem, or Cresicor fails to respond or provide an error correction within the above time periods, Customer may escalate the problem to Cresicor’s Head of Customer Support, or if necessary, to Cresicor senior management team.